You may know what your customers think of you. Are they satisfied? Do they let you know when they have problems or complaints?
But do you know which customers are loyal to you? Which customers are talking to your competition about alternatives? Which customers will still be with you in a year, or two?
Twelve Winds Customer Loyalty Management helps you to understand not only opinion, but likely behaviour as well. You will be able to segment your customers based on whether they are staying put or looking to leave. This will allow you take specific action to retain valuable customers.
Twelve Winds Customer Risk Matrix
The Twelve Winds Customer Risk Matrix segments your customers based on their likelihood to leave or stay. This segmentation will help you to take specific tactical or strategic action to develop or re-establish customer loyalty, thus saving money and increasing value to the company.
Do you know in which category your customers fall?
- Loyal: Satisfied and want to stay.
- Accessible: Uncertain about you but willing to give you a chance.
- Trapped: Dissatisfied but feel they have no options. Will leave if they can.
- High Risk: Dissatisfied and actively looking for alternatives